Katrina Grant Katrina Grant
JetBlue Flight attendant Steven Slater made headlines recently when he confronted a passenger with an expletive-laced speech, ranted over the plane’s intercom, grabbed a couple beers and exited on the plane’s emergency slide.
There are those who see him as a hero to service employees who put up with more than their fair share. Others think he could have handled the situation differently.
“Some people see Steve Slater as a hero,” said Janet Pfeiffer, a motivational speaker in the fields of anger management and conflict resolution. “I don’t see him like that. I see a hero as someone who makes great sacrifices or risks their life. In this country, we tend to glorify bad behavior and reward it. We make a celebrity out of it. In my opinion, he planned it.”
Pfeiffer is a registered trainer of the New Jersey Education Association and a consultant for organizations including the U.S. Army, U.S. Postal Service and AT&T. She is also the author of the book “The Secret Side of Anger.” Pfeiffer sees anger as something we have a choice about and not just a reaction.
“Every emotion that we experience is self-imposed,” said Pfeiffer. “So stress and anger are self-imposed. We can choose how we want to deal with a situation. We tend to listen to our internal dialogue and put ourselves in a role of a victim.”
People can sometimes find themselves in a situation at work where they feel like they have no choice. They are either being berated by a client or a manager and don’t know what to do to get a handle on the situation. Pfeiffer points out that employees have choices, even when it seems they don’t.
With employees facing longer hours, less pay and more work, employers should provide an outlet for their employees. Employees want a work environment that is free of abuse and full of support.
“Companies feel that their most important asset is their clients, and I say this isn’t true,” said Pfeiffer. “It is their employees. Employers have the responsibility to back up employees. Employees need to be well-trained and work in an environment that is conducive to them. That will make it less stressful for the employees.”
No matter what the circumstances are, respect has to be given on both ends. When this happens, it makes for a more pleasant work environment and a more pleasant experience for the consumer. This ultimately will lead to less stress and less anger at work.
“It is important for people to understand that they deserve to be treated with dignity and respect,” said Pfeiffer.
From nj.com published on Friday, August 27, 2010, 12:57 PM
